Managing Director

• Jul 2021 - Present

Director Of Operations

• Aug 2020 - Aug 2021

I am lucky enough to put my experiences and passion for people, policy and process to good use in my role as Operations Director for Arc Monitoring. Day to day I ensure the smooth running of Arc, I oversee all aspects of the organisation, developing and implementing procedures, technologies and people to maintain the very best service for our customers. We have a fantastically talented team of individuals who seek excellence in their work and specialise within their field. My role is the most rewarding of all, as I get to help shape those individuals to achieve the very best results for them and the business. I understand the critical nature of security, the team must work to tight deadlines, whilst being thorough and accurate. I ensure the team feel supported and valued at work. At the heart of the business is customer satisfaction. I ensure that all staff are aware of this through their training, career development reviews and through the operational processes which I have developed. I continue to manage and develop Arc’s Quality Management System, I completed the company’s transition to ISO 9001: 2015 from the 2008 standard, whilst incorporating other appropriate British Standards including BS5979, BS8418 and BS7959. I work with external auditors to ensure the company’s compliance and accreditation is maintained.My role allows me the freedom to critically evaluate our performance whilst also keeping up to date with developments in the winder Security Industry. I am able to manage my role as Operations Director with a number of voluntary advisory positions whilst also maintaining close relationships with others in the industry.

Customer Services and Control Room Manager

• Jul 2010 - Aug 2020

Day to day, I ensured that all the Control Room functions, undertaken by the team, where to the highest of standards. The control room is a 24 hour, year round service, providing essential security provision to customers across the UK. Customer service and experience is prioritised my Arc Monitoring. My role was to ensure manage the customer service function as well as the control room. I maintained great relationships with our customer’s often acting as the go to source of support, guidance, complaint resolution. I also greatly enjoyed building up and maintaining a network of colleagues, advocates and stakeholders from within the security industry.I introduced and implemented a variety of procedures and processes including a training program for all CCTV operators. I have had the pleasure of being able to guide the progression of colleagues into team leader and management roles by seeing their potential early on and nurturing it.